Automotive Dispatcher

Automotive Service Department Dispatcher

Position Summary

The Automotive Service Department Dispatcher is responsible for assigning and coordinating repair orders to technicians to maximize productivity, efficiency, repair quality, and customer satisfaction. This role serves as the communication hub between Service Advisors, technicians, parts personnel, and service management to ensure vehicles progress through the shop efficiently and are completed on time.

Key Responsibilities

• Dispatch repair orders based on technician skill level, certifications, workload, and repair requirements.
• Maintain balanced workflow and technician productivity throughout the service department.
• Monitor repair orders from dispatch to completion and address delays or bottlenecks.
• Prioritize work to meet promised completion times, including customer, warranty, recall, internal, and emergency repairs.
• Ensure department compliance with Digital MPI standards: 
  • 95% MPI completion
  • 90% MPI with video completion
  • 95% MPI sent to customers
• Coordinate with Service Advisors and the Parts Department to keep repairs moving efficiently.
• Monitor technician workload, availability, and performance to maximize shop capacity.
• Track carryover work and ensure proper prioritization of unfinished repairs.
• Assist in maintaining repair quality, reducing comebacks, and improving first-time fix rates.
• Communicate repair status, capacity, and potential delays to management and advisors.
• Identify workflow improvement opportunities and support dealership operating standards.

Performance Expectations

Success in this role is measured by improvements in:

• Technician productivity, efficiency, and proficiency
• Labor hours produced
• Shop capacity utilization
• Repair order cycle time
• On-time vehicle delivery
• Digital MPI compliance
• First-time repair quality
• Reduced comebacks
• Customer satisfaction

Position Objective

The Dispatcher's primary objective is to keep technicians productive, maintain a steady flow of repair orders, eliminate workflow obstacles, and help ensure vehicles are repaired correctly and delivered when promised.